how the internet of things and 20 billion devices will change your job
TRANSCRIPT
How the Internet of Things, and 20 billion devices, will change your job
Jon HallLead Product Manager, Remedy ITSM@JonHall_The Service Desk and IT Support Show 2016, London
2009: “Oracle’s Forklift”
Oracle Software Investment Guide, 2009.
“Today’s smart forklift includes diagnostics that allow the equipment to signal when it needs to be serviced, speed controls, anti-slip technology, collision detection, fork speed optimization, and more…”
Forbes, March 2015
The digital revolution+Virtualisation
Virtual machinesNetwork deployable software
Capacity-based licensing
2005-2011
The PC Revolution
Physical machinesPoint installs
Install-based licensing
1985-2005
+The digital enterprise
2015-
Digital ServicesInternet of Things
Hybrid cloudContainerization
2011-2014
+Cloud and mass mobility
Industrial virtualisationMass-mobility and BYOD
Rapid shift to XaaSUsage-based licensing
Defining the Internet of Things
Networked and connected Capable of sensing and decision- making without human interaction
Rise of the Internet of Things
2014 2015 2016 2020
3.84.9
6.4
20.8
Total installed connected devices, in billions
Source: ”Gartner Says 6.4 Billion Connected "Things" Will Be in Use in 2016” (Nov 2015)
The IoT will create huge value
Automotive $210B−740B Factory optimization $1.2T – $3.7T Retail automation $410B - $1.2T
Logistics $560B − $850B Worksite optimization & safety $160B − $930B Office energy & security $70B-$150B
The Internet of Things: Mapping the Value Beyond the Hype. McKinsey Global Institute, June 2015
The IoT is here, whether IT likes it or not
…of executives expect commercial factors to force IoT adoption.
...expect additional funding to manage it.
…of employees have connected IoT devices to the network.
67%
37%
24%
Tripwire Enterprise of Things Report: Jan 2015
…but it’s also scary
Today’s inventory storeroom…- PCs and Laptops
- Smartphones
- Tablets
- Printers
- Consumables
Tomorrow’s inventory storeroom…- Smart meters
- Standalone sensors
- RFID equipment
- Smart vehicle components
- Wearable devices
The IoT shifts control away from IT
Vendors and Suppliers Support and Warranty Technology base
(but not calls from the Service Desk!)
The IoT’s component base is different
2012: PC-based 2016: Smartphone based
The IoT is a software driven revolution
Commodity components
UX and software differentiates products
Increasingly, software-style licensing used to unlock features
IT has mastered traditional distributed services
High bandwidth connections
Open operating systems
Fixed locations
…and how to support them
Client layer Server layerNetwork layer
Datacentre support teamsNetwork support teamClient support team
Application support team
With IoT services, the nature of issues changes
Contention over network, rather than compute resource
Massive decentralisation.
Paths are less transparent. More processing and data on the path.
Client layer
Revolv: a cautionary tale for IoT-driven services
2013
Early 2014
October 2014
April 2016
IoT vulnerabilites can have big impacts
HID’s flagship VertX and Edge door locks are network connected
Queryable over network for key data (e.g MAC address, firmware version, “main door”)
March 2016: Serious vulnerability discovered in the query mechanism
Patchable with firmware update… if you know where to find them!
A little knowledge is a dangerous thing
The IoT is enabling rapid digital innovation across multiple industries
Security is expensive and difficult
Few standards are in place
March 2016
The IoT’s “Blinking Twelves” problem
6 out of 10 devices have weak default passwords
More than half of instances of some enterprise products are deployed as “open by default”
Compromised IoT devices are increasingly involved in botnets
The IoT and regulation
Business Insider, July 2015
HealthcareHIPAA (1996), European Data Protection Regulation (2016), FDA/EMEA GxP.
Financial and paymentsPCI Data Security Standard
UtilitiesOFGEM Smart Meter regulations (2012)
The IoT removes traditional information feeds
“All of the existing networks… the routers and everything else, are all designed based around the idea of humans doing the provisioning”Dave McCrory, CTO, Basho TechnologiesThe New Stack Analysts podcast, November 2015
“(The IoT) always includes autonomous provisioning, management, and monitoring”IDC’s Worldwide Internet of Things Taxonomy, quoted 2014
So what should we do?
1. Enable great field support
Ensure devices can be found and identified
Provide great, fully-featured mobile support and inventory tools
Provide knowledge and collaboration on-the-move
2. Discovery, discovery, discovery (and CMDB)
Agentless discovery is critical
Discovery needs to be intelligent if the hardware layer is commoditised
Dependency mapping is key to understand IoT-driven services
3. Knowledge Centered Support (KCS)
Capture or reuse knowledge about devices in every IoT support interaction
Identify most critical devices, and cultivate quality articles for them
Build a “long tail” of content covering the breadth of IoT devices
Low view count per article, but big breadth of coverage
INTERACTIONS
ITEMS
THELONGTAIL
MOSTCRITICALARTICLES
Small subset of articles, each with high number of views.
4. Adopt an agile mindset
Comparable to DevOps and the ”microservices” movement
Basic devices need intelligent oversight
Resilience by design: automatic remediation, exclusion, and self-healing
Case Study – Large oil company
Everything on a pipeline is controlled by a connected device
Agentless discovery and dependency mapping identifies all of the devices, and brings into CMDB
Central real-time monitoring collates data from devices, and intelligently logs incidents
Service Desk can dispatch field teams before the business feels the impact
Thank you.
@JonHall_